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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The caulking or whatever Rhino Shield used is bleeding threw the paint. We have a 20 year warranty on this paint job that was installed 01/06/2018 Our home looks like a jigsaw puzzle now. I have contacted Rhino Shield several times in the last 3 or 4 months now they (Rhino Shield) won't even answer their phones., Please Help PS: your website will not let me upload the jpge files
Business response
11/19/2024
Rhino Shield Florida takes great care and attention in servicing warranty claims for our customers. The issue discussed in this complaint is not an issue that our team has seen from our product so we consulted with the manufacturing experts to ensure we would be able to resolve this issue in the most appropriate and permanent manner. While we maintained contact with the customer throughout this process and made clear our expectations to resolve the issue, this additional research took extra time which highlights our dedication to providing exceptional customer service focused on high quality results. At this time we now have clear guidance from the manufacturer on how to proceed and have scheduled the warranty follow-up with the customer.Customer response
11/20/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
****** ********
Initial Complaint
09/04/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Advertising is incorrect. They state that you will never have to paint your home for 25 years, no fading. Well, it has been 7 years and it is fading. We have a warranty person here and they said the installation was done incorrectly. Also, we did notice that it was stated that fading was excluded in the contract. They are falsely advertising and they need to stop.Customer response
09/05/2024
Hello,
I have contacted Rhino Shield and they are very helpful. At this time, please close out this claim.
Thank you,
*******************
Initial Complaint
05/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We had Rhino Shield install their thick elastomeric coating on our home. We were told they would pressure wash all the old bad paint off our block walls, apply a primer and then coat it with Rhino shield. They showed us an example of the thickness of the product. After just a couple months it started peeling off. First we could see it was not thicker than regular paint. They came back 3 times over the last 2 years to touch up the peeling spots. My wife called them again as it is still peeling in several places. They told us it was our problem not theirs. It is 2 years old with a 10 year warranty. The last time the tech was here he said it was the bad paint underneath that was the problem. I told him Rhino was pressure washing all the bad paint off the block and they said it would be fine. He said I should of had it sand blasted. I told him I was not given that option nor was it ever brought up. Rhino should be shut down for false advertising. Never paint again. yeah right. It was either a bad install or a bad product installed. I use polyurethane in my business. It is good stuff, but it must be applied to the surface professionally. I am guessing the do not have the Professionals they brag about.Business response
05/24/2023
Response to complaint ******** from Rhinoshield
The customer was contacted by original Rhinoshield sales representative 5/11/2023 to resolve dispute. There appears to have been a misunderstanding between customer and Rhinoshield service advisor about scope of work and resolution. Rhinoshield has notified customer that a different service crew will be there to repair any issues with product or workmanship. Customer was contacted 5/24/2023 about scheduling remedial work. Rhinoshield is committed to customer service and will work diligently correct any flaws associated with application or product.
Thank you
Rhinoshield ************
Customer response
05/24/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********.
If Rhino Shield stand behinds their warranty instead of telling us it is our problem not theirs, then we will be happy.
Time will tell.
Regards,
****** *******
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.